Housing Ombudsman Decisions
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases
Decisions by Year
Top Landlords by Volume
Clarion Housing Association Limited
817
Peabody Trust
522
London & Quadrant Housing Trust
517
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
360
Metropolitan Thames Valley Housing (MTV)
313
Browse by Outcome
Common Topics (last 2 years)
Top Landlords
Clarion Housing Association Limited (817)
Peabody Trust (522)
London & Quadrant Housing Trust (517)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (360)
Metropolitan Thames Valley Housing (MTV) (313)
Hyde Housing Association Limited (309)
The Guinness Partnership Limited (299)
Southern Housing (273)
Southwark Council (266)
A2Dominion Housing Group Limited (239)
Notting Hill Genesis (229)
Showing 2,188 of 16,227 decisions matching "group"
Bernicia Group (202115529)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair of the resident’s heating and hot water system, and the replacement of a part of his boiler.
Home Group Limited (202104435)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of rodents (rats) in her property and neighbouring properties.
Settle Group (202105247)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance from a neighbouring property.
Orbit Group Limited (202004678)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Response to the resident’s reports of anti social behaviour (ASB). Complaints handling.
The Riverside Group Limited (202111572)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
Places for People Group Limited (201910641)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201910641 Places for People Group Limited 11 January 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Anchor Hanover Group (201910311)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the summer temperature settings of the district heating system.
Settle Group (202106292)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for repairs in her property and the communal areas of the building.
Aster Group Limited (201912210)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of window repairs at the property and the amount of compensation offered.
Orbit Group Limited (202008586)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the level of redress the landlord awarded it respect of its acknowledged delays and failures whilst handling repairs and the resident’s subsequent complaint.
Orbit Group Limited (202014537)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the concerns raised by the resident about being left without a gas supply for several weeks. Complaint handling.
Paradigm Housing Group Limited (202015699)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation the landlord offered, in relation to its handling of a leak.
Anchor Hanover Group (202004337)
Partial Maladministration
Complaint: Managing Relations
The landlord’s response to the resident’s reports about the quality of works carried out to the bathroom and heating including the level of compensation . The landlord’s response to the resident’s reports in relation to increased energy costs whilst works …
Anchor Hanover Group (202107252)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s concerns about the ending of his tenancy and the amount of rent owed.
Southern Housing Group Limited (202101220)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202101220 Southern Housing Group Limited 13 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
One Housing Group Limited (202100246)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s report of a repair to the communal bike store door.
The Riverside Group Limited (202013454)
No Maladministration
Complaint: Financial
REPORT COMPLAINT 202013454 The Riverside Group Limited 20 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The Riverside Group Limited (202109560)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's decision not to replace the resident’s living room and kitchen flooring damaged by flooding.
Southern Housing Group Limited (202015874)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's response to the resident's reports of ASB, in particular with regards to the use of cannabis by other residents on the block.
Bernicia Group (202114716)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the landlord’s handling of the resident’s reports their fridge freezer was damaged following an electrical test.
Longhurst Group Limited (202015184)
Outside Jurisdiction
Complaint: Estate Management
The complaint concerns the landlord’s handling of the resident’s concerns about the safety of their garden.
Settle Group (202000097)
No Maladministration
Complaint: Old Property Condition migrated-2025
The landlord’s response to reports of mould, damp walls, and ceilings. The landlord’s response to concerns about the boiler’s low pressure and a leak from a radiator. The landlord’s response to a request for compensation for damage to the carpet …
Home Group Limited (202009773)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges levied against the property. Response to the resident’s concerns that it failed to provide her with a copy of the …
Southern Housing Group Limited (202009095)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to investigate and resolve the resident’s reports of: Dog fouling by tenant A. Threats to kill by tenant B. The Ombudsman has also considered the landlord’s complaint handling.
Anchor Hanover Group (202015214)
Outside Jurisdiction
Complaint: Financial
This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the explanation provided by the landlord for the increases.
Southern Housing Group Limited (202001367)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
Southern Housing Group Limited (202012080)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complains about the landlords handling of:
Abri Group Limited (202007568)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
The Riverside Group Limited (202102149)
No Maladministration
Complaint: Managing Relations
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
Your Housing Group Limited (202016452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
Aster Group Limited (202111598)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
Home Group Limited (202015585)
No Maladministration
Complaint: Managing Relations
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
Longhurst Group Limited (202108509)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
Paradigm Housing Group Limited (202002070)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
Gentoo Group Limited (202013767)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
Anchor Hanover Group (202105451)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding: The quality of garden maintenance carried out at the property The level of service charge.
A2Dominion Housing Group Limited (202002279)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
East Midlands Housing Group Limited (202109071)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
Orbit Group Limited (202009649)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s …
One Housing Group Limited (202106911)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association.
Orbit Group Limited (202013201)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.
Southern Housing Group Limited (202106187)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.
Settle Group (202107882)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint is about the landlord’s decision to rent an area of land near the resident’s home to private owners.
Southern Housing Group Limited (202011557)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
Anchor Hanover Group (202010149)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202010149 Anchor Hanover Group 12 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
One Housing Group Limited (202110942)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by the resident.
Paradigm Housing Group Limited (202105824)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident …
The Riverside Group Limited (202006904)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the level of service charges.
One Housing Group Limited (202009670)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s concerns regarding delays in the sales process to sell the property. Response to a leak into the property. Complaint handling.
Home Group Limited (202103597)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.